AccountId: 011433970860
ContactId: 7be3b7e9-4e5a-4554-bd6f-7f66149703cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175639 ms
Total Talk Time (AGENT): 63332 ms
Total Talk Time (CUSTOMER): 91984 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7be3b7e9-4e5a-4554-bd6f-7f66149703cc_20250328T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling to check on a claim.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Well, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, 025111.
[CUSTOMER][NEUTRAL] 39 ML 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and that bill out please.
[CUSTOMER][NEUTRAL] Bill amount to admin the primary was $554. They left $22.46 to the patient as a co-insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm, well, do you have the uh taxi?
[CUSTOMER][NEUTRAL] I'm, I'm sorry, that, that.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][POSITIVE] No, no, no, you're OK.
[CUSTOMER][NEUTRAL] They left, I'm sorry, they left $10102.46 to the patient. And the tax ID number?
[AGENT][NEUTRAL] 12, got it. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's like the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this this claim was for [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so, uh, I'm not showing that we've received a claim for that date of service well.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Because we send it twice already one on December and we send it again.
[AGENT][NEUTRAL] I only have one claim on file for him and it's for [PII] or excuse me, [PII]. That's the only claim we've got for him.
[CUSTOMER][NEUTRAL] Yeah, [PII] for $1,424 because we send that one even after the one that I'm calling. Alright, I'm just gonna send it back again.
[AGENT][NEUTRAL] OK, um, we can verify the information that you have is correct. Um, I've got a mailing address, a fax number, and a payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, it is correct because we have received payments from you guys before. I mean, we even received the one on [PII]. Yeah, I mean, it's something is maybe it's a glitch on my side, so let me redo it again and put it down into a paper and said, alright, thank you so much for your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Alright, have a good one.
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much.
[AGENT][POSITIVE] Alright, yes, thanks for calling. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] Great day bye bye.